Zendesk announced Intelligent Triage and Smart Assist, new AI solutions empowering businesses to triage customer support requests automatically and access valuable data at scale. By democratizing access to these solutions, companies can see value in minutes by understanding intent and sentiment through account-specific, data-driven models that are customized for individual use cases and drive faster resolutions. Continue reading Zendesk launches new customer sentiment and intent functionality powered by machine learning →

According to Zendesk’s CX Accelerator report, ‘exceptional’ is what businesses must strive for when it comes to meeting customer expectations. Yet organizations know they aren’t quite meeting these rising expectations, with Champions – those considered the highest standard-bearers – saying that unresolved queries are up 157% year over year. Continue reading Rising customer expectations makes “exceptional” the new service baseline →